Letter from the Chief Inspector of General Practice

Coachmans Medical Practice is rated as good overall. (Previous inspection 25 March 2015 rated as good overall).

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

As part of our inspection process, we also look at the quality of care for specific population groups. The population groups are rated as:

Older People – Good

People with long-term conditions – Good

Families, children and young people – Good

Working age people (including those recently retired and students – Good

People whose circumstances may make them vulnerable – Good

People experiencing poor mental health (including people with dementia) - Good

We carried out an announced comprehensive inspection at Coachmans Medical Practice on 10 January 2018. The inspection was carried out as part of our inspection programme.

At this inspection we found:

• The practice had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the practice learned from them and improved their processes.
• The practice routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence- based guidelines.
• Staff involved and treated patients with compassion, kindness, dignity and respect.
• The practice had appropriate facilities and was well equipped to treat patients and meet their needs.
• Patients said they were able to book an appointment that suited their needs. Pre-bookable, on the day appointments, home visits and phone consultation services were available.
• The practice recognised that the patient’s emotional and social needs were as important as their physical needs.
• Recruitment procedures were kept patients safe.
• Patients found the appointment system easy to use and reported that they were able to access care when they needed it.
• Staff had been provided with appropriate training, supported to develop new skills and received an up to date appraisal.
• Staff were positive about working in the practice.
• Patient survey results were positive and higher than average in some areas.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice

Letter from the Chief Inspector of General Practice

We carried out an announced comprehensive inspection at Coachmans Medical Practice on 25 March 2015. Overall the practice is rated as good.

Coachmans Medical Practice provides services to people living in the covering the areas Crawley. At the time of our inspection there were approximately 10,100 patients registered at the practice with a team of six partners which included four GPs, the practice manager and the practice nurse manager. The practice was also supported by GPs, nurses, healthcare assistants and a team of reception and administrative staff. Coachmans Medical Practice is a GP training practice and at the time of the inspection was providing training and support to one registrar.

We visited the practice location at Coachmans Medical Practice, Lansbury Road, Broadfield, Crawley,

West Sussex, RH11 9JA

The inspection team spoke with staff and patients and reviewed policies and procedures. The practice understood the needs of the local population and engaged effectively with other services. There was a culture of openness and transparency within the practice and staff told us they felt supported. The practice was committed to providing high quality patient care and patients told us they felt the practice was caring and responsive to their needs.

Our key findings were as follows:

• Staff understood their responsibilities to raise concerns, and to report incidents and near misses.
• Information about safety was recorded, monitored, reviewed and addressed.

• Risks to patients were assessed and well managed
• Patients’ needs were assessed and care was planned and delivered following best practice guidance.
• Staff had received training appropriate to their roles and any further training needs had been identified and planned.
• Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.
• Information about services and how to complain was available and easy to understand.
• Patients said they found it easy to make an appointment and urgent appointments available the same day.
• The practice had good facilities and was well equipped to treat patients and meet their needs.
• There was a clear leadership structure and staff felt supported by management.
• The practice proactively sought feedback from staff and patients, which it acted on

However, there were also areas of practice where the provider needs to make improvements.

In addition the provider should:

• Ensure that patients on certain medicines have their blood pressure regularly monitored as recommended by National Institute for Health and Care Excellence (NICE) guidelines.

Professor Steve Field (CBE FRCP FFPH FRCGP) 

Chief Inspector of General Practice